AccountId: 011433970860
ContactId: a77492df-0b88-47ab-8339-d0e61b16dbb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 668549 ms
Total Talk Time (AGENT): 347091 ms
Total Talk Time (CUSTOMER): 156494 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/a77492df-0b88-47ab-8339-d0e61b16dbb1_20250124T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good evening. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm fine. I was calling about short term disability. How does it go?
[AGENT][NEUTRAL] Um, if you have, do you have a policy with us and you're just wondering how that works?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I have a policy. I mean he didn't even give me the policy number, but yeah, uh, he have a policy with y'all, but he never filed the claim through the insurance company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first thing I would need to do is locate the policy. Do we have the member's name or social I can search that way?
[CUSTOMER][NEUTRAL] It's [PII] Senior. Social is [PII].
[AGENT][POSITIVE] OK, thank you so much. Give me just a second, let me do a search here.
[AGENT][NEUTRAL] All right. And is the insured available to speak with or they're not available?
[CUSTOMER][NEUTRAL] And he's available and he don't want you to speak with. He's coming back to the car now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So all this time we've been thinking he was receiving a short-term disability, but it's not, it was something for his job, hold on.
[AGENT][NEUTRAL] That's OK, yeah, I just need authorization to speak with you since it's his policy.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, my name is [PII] with American Public Life. Is this [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, [PII]. So I need authorization to speak with um who had called in in regards to your policy since the policy is in your name.
[CUSTOMER][NEUTRAL] Yeah you can speak with him.
[AGENT][NEUTRAL] All right, can you just verify with me please your date of birth and address?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] All right, thank you so much, sir. I appreciate it. You can pass the phone back if you'd like.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi there. Um, OK, so, um, alright, so yeah, this policy, it looks like has been active since [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] In regards to the disability, um, it just has an elimination period of 7 days as far as like injury or sickness, so you, uh, the member wouldn't be able to claim any sort of benefit for at least 7 days, and then once that 7 days had passed, then you could start filing claims for the disability.
[CUSTOMER][NEUTRAL] OK, so what do we have to do?
[AGENT][NEUTRAL] Uh, so the first thing that you will need to do um is get the short term disability form and I can either send that to you via email or you can get that from our website, um, which is easier for you.
[CUSTOMER][NEUTRAL] Uh, probably an email. So do y'all back pay it or no?
[AGENT][POSITIVE] Yeah, I mean if there was a time where they were eligible for benefits and it wasn't paid out, you can still claim that I'm pretty, yeah.
[CUSTOMER][NEUTRAL] Yeah, cause what happened was he went out of work in October, and all this time we're thinking he's getting short-term disability, but now come to find out from his job, they told us today, they was paying it. We never knew we had to call the insurance company to do it on our own. When I sent the note over from the doctor, I thought they reached out to you all.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yeah, let me look and see if there's any sort of
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That is crazy for them not to tell us, hey, y'all gotta reach out because we don't know about it, so telling us this is our first time doing it. Hey y'all have to reach out to the insurance company yourselves.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So yeah, I mean, the only exclusion that I see on the policy would just be if it was a preexisting condition, and preexisting condition would be defined as far as anything he was treated for 12 months prior to the actual event causing the disability.
[CUSTOMER][NEUTRAL] No, it's not.
[AGENT][NEUTRAL] OK, OK. All right. So, yeah, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You will need one the short term disability claim form. It can be submitted either online we have an online service portal or you can mail it to us or fax it. Most people do everything online tends to be a little bit easier um do you want like an email with instructions on how to set that up online and the claim form and all that?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure. That would be, yes, and where to go to and everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how like how the short term disability work with the payments?
[CUSTOMER][NEUTRAL] Like how much of the percentage do they get?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so under the disability um benefit it says monthly amounts of disability benefits are available from $300 up to $6550 increments. Your disability benefit will be $900 not to exceed 60% of your monthly compensation.
[AGENT][NEUTRAL] If applicable, your disability benefit will be reduced by disability sources if you have any other sort of income. So it looks like the max is 60% of monthly compensation.
[CUSTOMER][NEUTRAL] OK, and his month is probably like 35 or 4000.
[CUSTOMER][NEUTRAL] Monthly, I think I don't know.
[AGENT][NEUTRAL] Yeah, and it looks like the maximum period as far as how long it would pay for is 90 days, so 3 months.
[CUSTOMER][NEUTRAL] I mean that anything is better than nothing.
[AGENT][NEUTRAL] Yeah, I know, for sure. OK. Yeah.
[CUSTOMER][NEUTRAL] So that's fine.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so give me just a second here, let me get these um.
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right, the email on here is a Yahoo account. Is that any good or do we need to send it somewhere else? It's [PII] [PII].
[CUSTOMER][NEUTRAL] Is it his inail can you submit to my email?
[AGENT][NEUTRAL] Mhm yeah what's your email?
[CUSTOMER][NEUTRAL] It's keep, keep
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the short term disability form, um, page one of that is gonna be complete instructions as far as what will need to be collected and submitted with the claim form. It'll also have our mailing address and fax number if you decide you wanna do it that way, that is all located on that form as well, OK?
[CUSTOMER][NEUTRAL] OK, so in complete instructions on page one.
[AGENT][NEUTRAL] Mhm. Yup.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, when you're signing up online for the um user account online, uh, you will need to enroll into the account using [PII]'s email address that's on file. If you don't use that email, it will error out saying that um.
[AGENT][NEUTRAL] The information doesn't match, so just make sure that you use that email.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and do I have to put any like, will they ask for any insurance numbers or anything like that? I have to pull plug in anywhere in there?
[AGENT][NEUTRAL] I just asked for last name, his social. you can put in his social, email, zip code, um, pretty much, yeah, that's it. Mhm mhm.
[CUSTOMER][NEUTRAL] OK, just the basic.
[CUSTOMER][NEUTRAL] OK, I was just making sure it wasn't gonna ask for numbers because we don't have any of his numbers on hand, so that's why I was asking.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, no, no worries, yeah, no, it won't ask for the policy number you can put in, like I said, the, uh, social security number, um, and then get those submitted once you submit it, um, it generally takes about with short term disability we ask for 10 business days to process the claim.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] OK, I'll get on there now and it should have some like I know they probably need a note from my doctor. They should have someone on there for me to upload it, right?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, so there is gonna be some information, yeah, that will have to be um submitted from the physician, of course, so yeah, absolutely you'll need that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that's fine, OK.
[AGENT][POSITIVE] Alright, so those are on their way to you. Is there anything else I can help with here today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.